CAD Desktop Monitoring Log Analysis

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CAD Desktop Monitoring Log Analysis

Purpose

This document serves as a sample log analysis from a working UCCX CAD Desktop Monitoring Session. The goal is to increase knowledge in the field of troubleshooting CAD Desktop Monitoring by providing good, working examples to compare to production environments.

Communication Flow Diagram

Log Information

When tracing communication through CAD Desktop Monitoring logs, use the following logs and trace levels. When retrieving CCX Service logs, collect them from the service's active side.

Agent.dbg
- C:\Program Files\Cisco\Desktop\log on Agent’s PC, Trace Level set to ‘TRACE’
Supervisor.dbg
- C:\Program Files\Cisco\Desktop\log on Supervisor’s PC, Trace Level set to ‘TRACE’
FCCServer.dbg
- Collected via RTMT (Call/Chat Service), Trace Level set to ‘TRACE’ (Debugging 4)

Keywords

When tracing communication through CAD Desktop Monitoring logs, the following keywords serve as unique identifiers for transactions.

Agent Extension
ConnectionCallID
Message Type
IP Addresses

Log Communication Analysis

Start with the CALL_ESTABLISHED_EVENT in the Agent.dbg log to find the ConnectionCallID. Ensure that IsBusinessCall is true otherwise the agent is not considered applicable for Desktop Monitoring.

Agent.dbg
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2141] GetDebugInfo: 
 GetDebugInfo --------------------- Begin: CALL_ESTABLISHED_EVENT ---------------------
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2263] GetDebugInfo: CALL_ESTABLISHED_EVENT: MonitorID = 85104 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2264] GetDebugInfo: CALL_ESTABLISHED_EVENT: ConnectionCallID = 16778280 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2265] GetDebugInfo: CALL_ESTABLISHED_EVENT: LocalConnectionState = LCS_CONNECT 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2266] GetDebugInfo: CALL_ESTABLISHED_EVENT: EventCause = CEC_NEW_CALL 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2267] GetDebugInfo: CALL_ESTABLISHED_EVENT: AnsweringDeviceID = 85104 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2268] GetDebugInfo: CALL_ESTABLISHED_EVENT: CallingDeviceID = 85105 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2269] GetDebugInfo: CALL_ESTABLISHED_EVENT: CalledDeviceID = 85104 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2270] GetDebugInfo: CALL_ESTABLISHED_EVENT: LastRedirectDeviceID = 9012 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2271] GetDebugInfo: CALL_ESTABLISHED_EVENT: LineType = LINETYPE_UNKNOWN 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2272] GetDebugInfo: CALL_ESTABLISHED_EVENT: SkillGroupNumberElement is 1
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2273] GetDebugInfo: CALL_ESTABLISHED_EVENT: IsBusinessCall = true 
2012-03-24 13:41:16:458 DEBUG [0x8fc] EventHandler.cpp[2458] GetDebugInfo:   
 GetDebugInfo --------------------- End: CALL_ESTABLISHED_EVENT ---------------------

The following entry will be printed repeatedly until both address1 and address2 fields are filled in, indicating the IP addresses of the incoming and outgoing RTP streams. Note that callCanBeMonitored will return false until such IP addresses are obtained.

Agent.dbg
2012-03-24 13:41:16:459 DEBUG [0x8fc] AgentMonitor.cpp[539] AgentMonitor::callCanBeMonitored: 
 isTheActiveCall false, isABusinessCall true, forwardOnlyBusinessCalls true, address1 [], address2 [10.77.85.100]
2012-03-24 13:41:16:459 TRACE [0x8fc] AgentMonitor.cpp[547] AgentMonitor::callCanBeMonitored: 
 Call can't be monitored because it is not the active call
2012-03-24 13:41:16:459 DEBUG [0x8fc] AgentMonitor.cpp[556] AgentMonitor::callCanBeMonitored: Returning false

Look for the OnRTPStartedEvent for both the out going (RTP Direction OUTPUT) and in coming (RTP Direction INPUT) streams. CAD uses this events to determine the IP addresses needed to capture RTP traffic.

Agent.dbg
2012-03-24 13:41:16:583 DEBUG [0x8fc] EventHandler.cpp[1977] OnRtpStartEvent: ========== OnRTPStartedEvent ==========
2012-03-24 13:41:16:583 DEBUG [0x8fc] EventHandler.cpp[1978] OnRtpStartEvent: OnRTPStartedEvent: ConnectionCallID=16778280
2012-03-24 13:41:16:583 DEBUG [0x8fc] EventHandler.cpp[1982] OnRtpStartEvent: OnRTPStartedEvent: ConnectionDeviceID=85104
2012-03-24 13:41:16:583 DEBUG [0x8fc] EventHandler.cpp[1983] OnRtpStartEvent: OnRTPStartedEvent: ClientAddress 10.77.85.105
2012-03-24 13:41:16:583 DEBUG [0x8fc] EventHandler.cpp[1984] OnRtpStartEvent: OnRTPStartedEvent: 
 Direction of Audio Stream: RTP Direction OUTPUT
2012-03-24 13:41:16:583 DEBUG [0x8fc] EventHandler.cpp[1991] OnRtpStartEvent: ========== End OnRTPStartedEvent ==========

Agent.dbg
2012-03-24 13:41:16:589 DEBUG [0x8fc] EventHandler.cpp[1977] OnRtpStartEvent: ========== OnRTPStartedEvent ==========
2012-03-24 13:41:16:589 DEBUG [0x8fc] EventHandler.cpp[1978] OnRtpStartEvent: OnRTPStartedEvent: ConnectionCallID=16778280 
2012-03-24 13:41:16:589 DEBUG [0x8fc] EventHandler.cpp[1982] OnRtpStartEvent: OnRTPStartedEvent: ConnectionDeviceID=85104
2012-03-24 13:41:16:589 DEBUG [0x8fc] EventHandler.cpp[1983] OnRtpStartEvent: OnRTPStartedEvent: ClientAddress 10.77.85.104
2012-03-24 13:41:16:589 DEBUG [0x8fc] EventHandler.cpp[1984] OnRtpStartEvent: OnRTPStartedEvent: 
 Direction of Audio Stream: RTP Direction INPUT
2012-03-24 13:41:16:590 DEBUG [0x8fc] EventHandler.cpp[1991] OnRtpStartEvent: ========== End OnRTPStartedEvent ==========

Having both IP addresses, CAD will report callCanBeMonitored as true.

Agent.dbg
2012-03-24 13:41:16:591 DEBUG [0x8fc] AgentMonitor.cpp[539] AgentMonitor::callCanBeMonitored: 
 isTheActiveCall true, isABusinessCall true, forwardOnlyBusinessCalls true, address1 [10.77.85.104], address2 [10.77.85.105]
2012-03-24 13:41:16:591 DEBUG [0x8fc] AgentMonitor.cpp[556] AgentMonitor::callCanBeMonitored: Returning true

In the case where the supervisor initiated CAD Desktop Monitoring through CSD, we will see an entry in the Supervisor.dbg log showing that the supervisor clicked the start monitor button.

Supervisor.dbg
2012-03-24 13:41:38:611 CALL [0x5d4] AgentView.cpp[3418] CAgentView::OnSupervisorStartVoicemonitor: 
 AV3418 User clicked START VOICE MONITOR button
2012-03-24 13:41:38:611 DEBUG [0x5d4] AgentView.cpp[2870] CAgentView::GetDeviceIDForSelectedAgent: 
 AV2870 GetDeviceIDForSelectedAgent returned: 85104

CSD will attempt to open the supervisors PC audio device for the RTP stream playback.

Supervisor.dbg
2012-03-24 13:41:38:727 CALL [0x5d4] SplkPSoundChannel.cpp[205] SplkPSoundChannel::OpenDevice: Attempting to open sound device
2012-03-24 13:41:38:727 CALL [0x5d4] SplkPSoundChannel.cpp[127] SplkPSoundChannel::OpenDefaultDevice: ENTRY
2012-03-24 13:41:38:746 TRACE [0x5d4] SplkPSoundChannel.cpp[133] SplkPSoundChannel::OpenDefaultDevice: Opened sound device:
2012-03-24 13:41:38:746 TRACE [0x5d4] SplkPSoundChannel.cpp[134] SplkPSoundChannel::OpenDefaultDevice: Speakers (Virtual Audio Streami
2012-03-24 13:41:38:746 CALL [0x5d4] SplkPSoundChannel.cpp[143] SplkPSoundChannel::OpenDefaultDevice: RETURN with code: 1
2012-03-24 13:41:38:746 DEBUG [0x5d4] OpenH323Wrapper.cpp[145] OpenSoundChannel: Sound Channel opened, id=<3>.
2012-03-24 13:41:38:746 TRACE [0x5d4] FCVoIPMonClientMon.cpp[940] FCVoIPMonClient::StartMonitoring: Successfully opened sound device

CSD must query the VoIPMon Service for agent information. Here we see the UCCX servers port information being obtained for the query. This is the only entry indicating this action has started successfully.

Supervisor.dbg
2012-03-24 13:41:38:746 CALL [0x5d4] CFcvmsMonitorServerList.cpp[2268] CFcvmsMonitorServerList::getVpnIpAddress: Begin.  serverVpnPort: 3012.
2012-03-24 13:41:38:746 CALL [0x5d4] CFcvmsMonitorServerList.cpp[2327] CFcvmsMonitorServerList::getVpnIpAddress: End.  returnCode: 0.

CSD will print the response from the VoIPMon Service, which includes the agents IP address. Once the agents IP address is obtained, it will start the Voice Monitor Thread.

Supervisor.dbg
2012-03-24 13:41:38:746 DEBUG [0x5d4] FCVoIPMonClientMon.cpp[950] FCVoIPMonClient::StartMonitoring: 
 Successfully got the local address over the VPN: 10.77.85.103.
2012-03-24 13:41:38:746 DEBUG [0x5d4] FCVoIPMonClientMon.cpp[968] FCVoIPMonClient::StartMonitoring: 
 Attempting to start RTP Voice Monitor thread
2012-03-24 13:41:38:746 DEBUG [0x5d4] FCVoIPMonClientMon.cpp[971] FCVoIPMonClient::StartMonitoring: 
 127.0.0.1, m_ToAgentPort: 59010, m_FromAgentPort: 59012, m_JitterBuffer: 400, m_SoundBuffers: 30, soundChannelID: 3.
2012-03-24 13:41:38:746 DEBUG [0x5d4] FCVoIPMonClientMon.cpp[988] FCVoIPMonClient::StartMonitoring: Successfully started Voice Monitor Thread

CSD will create a genericMessage to send to CAD, through the Chat Service, to request CAD to start forwarding the RTP packets to CSD. The agents IP address is stored in the dataStringMap[0] field.

Supervisor.dbg
2012-03-24 13:41:38:770 DEBUG [0x5d4] MonitoringAndRecording.cpp[37] MonitoringAndRecording::startMonitor: Send message to start monitoring
2012-03-24 13:41:38:770 CALL [0x5d4] MonitoringAndRecording.cpp[100] MonitoringAndRecording::sendMessageToStartMonitoring: Begin.
2012-03-24 13:41:38:770 DEBUG [0x5d4] FCCClientAPI.cpp[1609] FCCClientAPI::genericMessage: Begin. 
2012-03-24 13:41:38:770 DEBUG [0x5d4] FCCClientAPI.cpp[1623] FCCClientAPI::genericMessage: 
 Begin. source Ext: 1000, sourceType: Supervisor, destinationType: To Agent, destinationId: 85104, messageType: 20.
2012-03-24 13:41:38:770 DEBUG [0x5d4] FCCClientAPI.cpp[1631] FCCClientAPI::genericMessage:   dataStringMap[0] = 10.77.85.103.
2012-03-24 13:41:38:770 DEBUG [0x5d4] FCCClientAPI.cpp[1642] FCCClientAPI::genericMessage:   dataLongMap[0] = 59010.
2012-03-24 13:41:38:770 DEBUG [0x5d4] FCCClientAPI.cpp[1642] FCCClientAPI::genericMessage:   dataLongMap[1] = 59012.
2012-03-24 13:41:38:770 DEBUG [0x5d4] FCCClientAPI.cpp[1679] FCCClientAPI::genericMessage: Calling the server IDL genericMessage function.
2012-03-24 13:41:38:772 DEBUG [0x5d4] FCCClientAPI.cpp[1730] FCCClientAPI::genericMessage: End.  return_code: 0.
2012-03-24 13:41:38:772 CALL [0x5d4] MonitoringAndRecording.cpp[100] MonitoringAndRecording::sendMessageToStartMonitoring: End.
2012-03-24 13:41:38:772 CALL [0x5d4] MonitoringAndRecording.cpp[40] MonitoringAndRecording::startMonitor: 
 AV0040 Supervisor has started voice monitor on agent 85104
2012-03-24 13:41:38:772 DEBUG [0x5d4] MonitoringAndRecording.cpp[44] MonitoringAndRecording::startMonitor: Send message to notify agent

When tracing genericMessage events, note the sourceType, destinationType, and messageType. These fields indicate the direction of the message and which messages match each other in the various logs. Next, the Chat Service will receive the message, as indicated by these three fields, to pass to CAD. The agents IP address is stored in the stringArgs[0] field.

FCCServer.dbg
2012-03-24 13:41:38:774 CALL [0x35e3ba0] FCC_ServerImpl.cpp[297] genericMessage: Begin.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3179] genericMessage: 
 Begin.  senderUserType: Supervisor, senderExtension: 1000, destType: To Agent, destinationId: 85104, messageType: 20.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3189] genericMessage: <Supervisor_1000> is Valid application ID.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3220] genericMessage: Sender is a supervisor, using display name:  supervisor1.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3248] genericMessage: find agent.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3300] genericMessage: stringArgIndexes[0] = 0.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3312] genericMessage: stringArgs[0] = 10.77.85.103.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3323] genericMessage: ulongArgIndexes[0] = 0.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3323] genericMessage: ulongArgIndexes[1] = 1.
2012-03-24 13:41:38:774 DEBUG [0x35e3ba0] CChatServer.cpp[3333] genericMessage: ulongArgs[0] = 59010.
2012-03-24 13:41:38:775 DEBUG [0x35e3ba0] CChatServer.cpp[3333] genericMessage: ulongArgs[1] = 59012.
2012-03-24 13:41:38:775 DEBUG [0x35e3ba0] CChatServer.cpp[3382] genericMessage: End.

Next CAD will receive this genericMessage from the Chat Service. This is matched up by the sourceType, destinationType, and messageType. The agents IP address is stored in the enericMessage.dataStringMap[0] field.

Agent.dbg
2012-03-24 13:41:38:771 DEBUG [0xa04] FCC_Client_impl.cpp[233] FCC_Client_impl::eventList: FCC_ELT_GENERIC_MESSAGE.
2012-03-24 13:41:38:771 DEBUG [0xa04] FCC_Client_impl.cpp[800] FCC_Client_impl::genericMessage: 
 Begin. destType: Agent, destID: 85104, senderUserType: Supervisor, senderId: 1000, messageType: 20.
2012-03-24 13:41:38:771 DEBUG [0xa04] FCC_Client_impl.cpp[804] FCC_Client_impl::genericMessage: stringArgIndexes[0] = 0.
2012-03-24 13:41:38:771 DEBUG [0xa04] FCC_Client_impl.cpp[809] FCC_Client_impl::genericMessage: ulongArgIndexes[0] = 0.
2012-03-24 13:41:38:771 DEBUG [0xa04] FCC_Client_impl.cpp[809] FCC_Client_impl::genericMessage: ulongArgIndexes[1] = 1.
2012-03-24 13:41:38:771 DEBUG [0xa04] FCC_Client_impl.cpp[814] FCC_Client_impl::genericMessage: ulongArgs[0] = 59010.
2012-03-24 13:41:38:772 DEBUG [0xa04] FCC_Client_impl.cpp[814] FCC_Client_impl::genericMessage: ulongArgs[1] = 59012.
2012-03-24 13:41:38:772 DEBUG [0xa04] FCC_Client_impl.cpp[843] FCC_Client_impl::genericMessage: 
 genericMessage.dataStringMap[0] = 10.77.85.103.
2012-03-24 13:41:38:772 DEBUG [0xa04] FCC_Client_impl.cpp[851] FCC_Client_impl::genericMessage: genericMessage.dataStringMap[0] = 59010.
2012-03-24 13:41:38:772 DEBUG [0xa04] FCC_Client_impl.cpp[851] FCC_Client_impl::genericMessage: genericMessage.dataStringMap[1] = 59012.

Once CAD receives this message, it will immediately begin to start copying and forwarding packets to the supervisors CSD client. The following entry confirms CAD is starting the process.

Agent.dbg
2012-03-24 13:41:38:773 DEBUG [0x8fc] InterventionManager.cpp[359] CInterventionManager::startMonitor: 
 IM0359 Start Monitoring for remote agent: 85104, Client Address 10.77.85.103, SupervisorID: 1000, InboundPort: 59010, Outbound Port: 59012

CAD will identify the two RTP streams, indicated by Stream ONE and Stream TWO, to begin to capture the RTP traffic. The IP addresses were obtained from the OnRTPStartedEvent mentioned previously. The Agent.dbg log will print the ConnectionCallID of the active call for the agent.

Agent.dbg
2012-03-24 13:41:38:774 TRACE [0x8fc] MonitoringBase.cpp[166] MonitoringBase::startMonitoringOrRecording_UpdateRTPInfo: 
 Stream ONE: AgentExt<85104> callid<59010>, port<24578>, action<1738005680>, IPAddr<10.77.85.104>
2012-03-24 13:41:38:774 TRACE [0x8fc] MonitoringBase.cpp[167] MonitoringBase::startMonitoringOrRecording_UpdateRTPInfo: 
 Stream TWO: AgentExt<85104> callid<59010>, port<24578>, action<1179648>, IPAddr<10.77.85.105>
2012-03-24 13:41:38:776 DEBUG [0x8fc] AgentMonitor.cpp[761] AgentMonitor::findActiveCall: The active call for this agent is 16778280

Next CAD begins to open the NIC identified for CAD Desktop Monitoring in postinstall.exe. The logs will display which NIC adapter.

Agent.dbg
2012-03-24 13:41:38:776 TRACE [0xad4] CFCDMSnifferSession.cpp[215] CFCDMSnifferSession::_snifferSessionThread: 
 Calling splk_pcap_open_live() passing adapter [\Device\Splkpc_{671D2F1B-F54F-431B-8603-B17E8973C423}].

CAD will send a genericMessage to CSD indicating that it will being to capture and forward packets.

Agent.dbg
2012-03-24 13:41:38:777 DEBUG [0x8fc] ChatAPI.cpp[380] CChatAPI::GenericMessage: 
 Ext <85104>, Team <Default>, Name < agent2>, GenericMessage <GM_MONITOR_STATUS_NOTIFY>
2012-03-24 13:41:38:777 DEBUG [0x8fc] FCCClientAPI.cpp[1609] FCCClientAPI::genericMessage: Begin. 
2012-03-24 13:41:38:777 DEBUG [0x8fc] FCCClientAPI.cpp[1623] FCCClientAPI::genericMessage: 
 Begin. source Ext: 85104, sourceType: Agent, destinationType: To Supervisor, destinationId: 1000, messageType: 22.
2012-03-24 13:41:38:777 DEBUG [0x8fc] FCCClientAPI.cpp[1642] FCCClientAPI::genericMessage:   dataLongMap[0] = 1.
2012-03-24 13:41:38:777 DEBUG [0x8fc] FCCClientAPI.cpp[1642] FCCClientAPI::genericMessage:   dataLongMap[1] = 0.
2012-03-24 13:41:38:777 DEBUG [0x8fc] FCCClientAPI.cpp[1679] FCCClientAPI::genericMessage: Calling the server IDL genericMessage function.

The Chat Service will relay this message from CAD to CSD.

FCCServer.dbg
2012-03-24 13:41:38:783 CALL [0x1e83ba0] FCC_ServerImpl.cpp[297] genericMessage: Begin.
2012-03-24 13:41:38:783 DEBUG [0x1e83ba0] CChatServer.cpp[3179] genericMessage: 
 Begin.  senderUserType: Agent, senderExtension: 85104, destType: To Supervisor, destinationId: 1000, messageType: 22.
2012-03-24 13:41:38:783 DEBUG [0x1e83ba0] CChatServer.cpp[3189] genericMessage: <AGENT_DESKTOP_agent2> is Valid application ID.
2012-03-24 13:41:38:783 DEBUG [0x1e83ba0] CChatServer.cpp[3206] genericMessage: Sender is an agent, using display name:  agent2.
2012-03-24 13:41:38:783 DEBUG [0x1e83ba0] CChatServer.cpp[3263] genericMessage: find supervisor.
2012-03-24 13:41:38:783 DEBUG [0x1e83ba0] CChatServer.cpp[3323] genericMessage: ulongArgIndexes[0] = 0.
2012-03-24 13:41:38:783 DEBUG [0x1e83ba0] CChatServer.cpp[3323] genericMessage: ulongArgIndexes[1] = 1.
2012-03-24 13:41:38:783 DEBUG [0x1e83ba0] CChatServer.cpp[3333] genericMessage: ulongArgs[0] = 1.
2012-03-24 13:41:38:784 DEBUG [0x1e83ba0] CChatServer.cpp[3333] genericMessage: ulongArgs[1] = 0.
2012-03-24 13:41:38:784 DEBUG [0x1e83ba0] CChatServer.cpp[3382] genericMessage: End.

CSD receives the genericMessage from CAD via the Chat Service. At this point CSD will start looking for the RTP streams.

Supervisor.dbg
2012-03-24 13:41:38:781 DEBUG [0xe20] FCC_Client_impl.cpp[233] FCC_Client_impl::eventList: FCC_ELT_GENERIC_MESSAGE.
2012-03-24 13:41:38:781 DEBUG [0xe20] FCC_Client_impl.cpp[800] FCC_Client_impl::genericMessage: 
 Begin. destType: Supervisor, destID: 1000, senderUserType: Agent, senderId: 85104, messageType: 22.
2012-03-24 13:41:38:782 DEBUG [0xe20] FCC_Client_impl.cpp[809] FCC_Client_impl::genericMessage: ulongArgIndexes[0] = 0.
2012-03-24 13:41:38:782 DEBUG [0xe20] FCC_Client_impl.cpp[809] FCC_Client_impl::genericMessage: ulongArgIndexes[1] = 1.
2012-03-24 13:41:38:782 DEBUG [0xe20] FCC_Client_impl.cpp[814] FCC_Client_impl::genericMessage: ulongArgs[0] = 1.
2012-03-24 13:41:38:782 DEBUG [0xe20] FCC_Client_impl.cpp[814] FCC_Client_impl::genericMessage: ulongArgs[1] = 0.
2012-03-24 13:41:38:782 DEBUG [0xe20] FCC_Client_impl.cpp[851] FCC_Client_impl::genericMessage: genericMessage.dataStringMap[0] = 1.
2012-03-24 13:41:38:782 DEBUG [0xe20] FCC_Client_impl.cpp[851] FCC_Client_impl::genericMessage: genericMessage.dataStringMap[1] = 0.

CAD begins to capture RTP traffic. The Agent.dbg log shows the NIC being used as well as the packet filter.

Agent.dbg
2012-03-24 13:41:38:781 INFO [0xad4] VOIP2042 _snifferSessionThread: The NIC adapter was opened successfully.
2012-03-24 13:41:38:781 TRACE [0xad4] CFCDMSnifferSession.cpp[229] CFCDMSnifferSession::_snifferSessionThread: 
 Calling splk_pcap_setmintocopy().
2012-03-24 13:41:38:781 TRACE [0xad4] CFCDMSnifferSession.cpp[232] CFCDMSnifferSession::_snifferSessionThread: Calling splk_pcap_lookupnet().
2012-03-24 13:41:38:781 TRACE [0xad4] SnifferSession.cpp[191] SnifferSession::PacketFilter_lookupnet: 
 Calling splk_pcap_lookupnet() with \Device\Splkpc_{671D2F1B-F54F-431B-8603-B17E8973C423}.
2012-03-24 13:41:38:782 DEBUG [0xad4] SnifferSession.cpp[252] SnifferSession::PacketFilter_setFilter: 
 filter set to (udp and ((ip host 10.77.85.104 and port 24578) or (ip host 10.77.85.105 and port 24578))) or (ether[12:2] = 0x8100).
2012-03-24 13:41:38:782 TRACE [0xad4] CFCDMSnifferSession.cpp[245] CFCDMSnifferSession::_snifferSessionThread: 
 Capturing and forwarding packets.

With CAD tracing level set to TRACE, the Agent.dbg log will show every RTP packet being captured. The log will fill quickly, roughly 10MB in 45 seconds.

Agent.dbg
2012-03-24 13:41:38:782 TRACE [0xad4] filterPacket.cpp[67] FilterPacket::parsePacket: Begin.
2012-03-24 13:41:38:783 DUMP [0xad4] filterPacket.cpp[96] FilterPacket::parsePacket: hexPacket: 6B8ACC8
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[106] FilterPacket::parsePacket: destMacAddr = 005056AB0047.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[115] FilterPacket::parsePacket: sourceMacAddr = 005056AB0063.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[143] FilterPacket::parsePacket: ipHeaderLength = 20.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[163] FilterPacket::parsePacket: sourceIpAddr = 1767197962l
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[164] FilterPacket::parsePacket: sourceIpAddr = 10.77.85.105.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[179] FilterPacket::parsePacket: destinationIpAddr = 1750420746l
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[180] FilterPacket::parsePacket: destinationIpAddr = 10.77.85.104
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[188] FilterPacket::parsePacket: source port is = 24578.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[192] FilterPacket::parsePacket: destination port is = 24578.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[196] FilterPacket::parsePacket: UDP packet length is = 180.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[203] FilterPacket::parsePacket: Bytes to send = 172.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[216] FilterPacket::parsePacket: Payload type is: 0.
2012-03-24 13:41:38:783 TRACE [0xad4] filterPacket.cpp[67] FilterPacket::parsePacket: End.

If CAD is successful in sending the captured packet to CSD, the following entry will be present after the packet print out above. The syntax forwardPacketToRecipients: send (outbound) and forwardPacketToRecipients: Outgoing: Sent 172 bytes indicates that CAD is sending an INBOUND stream RTP packet. Corresponding OUTBOUND stream RTP packets will have the syntax forwardPacketToRecipients: send (inbound) and forwardPacketToRecipients: Incoming: Sent 172 bytes.

Agent.dbg
2012-03-24 13:41:38:784 TRACE [0xad4] filterPacket.cpp[360] FilterPacket::forwardPacketToRecipients: 
 send (outbound) [10.77.85.105 24578] to [85104 [ destination [1000, 10.77.85.103, 59010,59012, false] 2, 1332610898, supervisor]
2012-03-24 13:41:38:784 TRACE [0xad4] filterPacket.cpp[361] FilterPacket::forwardPacketToRecipients: Outgoing: Sent 172 bytes.

As mentioned, CSD started looking for the incoming RTP streams before CAD started sending the RTP streams. This entry shows the transition from CSD not receiving the RTP packets (Both packets null sleep 10ms) to CSD receiving them (Payload size is 160 and Payload type is 0:PCMU (G711u)).

Supervisor.dbg
2012-03-24 13:41:39:785 TRACE [0xb7c] PlaybackThread.cpp[395] PlaybackThread::Main: Add codec FrameRate.rtpTimestamp2 = 17100
2012-03-24 13:41:39:785 TRACE [0xb7c] PlaybackThread.cpp[227] PlaybackThread::Main: size1 = 0
2012-03-24 13:41:39:785 TRACE [0xb7c] PlaybackThread.cpp[271] PlaybackThread::Main: ReadBufferdata.rtpTimestamp2 = 17100
2012-03-24 13:41:39:785 TRACE [0xb7c] PlaybackThread.cpp[281] PlaybackThread::Main: size2 = 0
2012-03-24 13:41:39:785 TRACE [0xb7c] PlaybackThread.cpp[288] PlaybackThread::Main: 
 After assignment prev_rtpTimestamp2=rtpTimestamp2 rtpTimestamp2 = 17100
2012-03-24 13:41:39:785 TRACE [0xb7c] PlaybackThread.cpp[380] PlaybackThread::Main: Both packets null sleep 10ms
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[395] PlaybackThread::Main: Add codec FrameRate.rtpTimestamp2 = 17200
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[227] PlaybackThread::Main: size1 = 160
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[271] PlaybackThread::Main: ReadBufferdata.rtpTimestamp2 = 17200
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[281] PlaybackThread::Main: size2 = 160
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[288] PlaybackThread::Main: 
 After assignment prev_rtpTimestamp2=rtpTimestamp2 rtpTimestamp2 = 17200
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[292] PlaybackThread::Main: Getting timestamp. rtpTimestamp2 = -1101502075
2012-03-24 13:41:39:791 DEBUG [0xb7c] PlaybackThread.cpp[403] PlaybackThread::Main: Started getting packets again
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[436] PlaybackThread::Main: Payload size is 160
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[445] PlaybackThread::Main: Payload type is 0:PCMU (G711u)
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[473] PlaybackThread::Main: 
 Frame rate is 80, Bit per sample is 16, Bytes per frame is 80 
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[227] PlaybackThread::Main: size1 = 160
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[271] PlaybackThread::Main: ReadBufferdata.rtpTimestamp2 = -1101501915
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[281] PlaybackThread::Main: size2 = 160
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[288] PlaybackThread::Main: 
 After assignment prev_rtpTimestamp2=rtpTimestamp2 rtpTimestamp2 = -1101501915
2012-03-24 13:41:39:791 TRACE [0xb7c] PlaybackThread.cpp[292] PlaybackThread::Main: Getting timestamp. rtpTimestamp2 = -1101501915

Lastly, Supervisor.dbg will print an entry indicating that the supervisor stopped VoIP Monitoring via CSD.

Supervisor.dbg
2012-03-24 13:42:23:743 CALL [0x5d4] AgentView.cpp[3506] CAgentView::OnSupervisorStopVoicemonitor: 
 AV3506 User clicked STOP VOICE MONITOR button
2012-03-24 13:42:23:822 CALL [0x5d4] MonitoringAndRecording.cpp[57] MonitoringAndRecording::stopMonitor: 
 AV0057 Supervisor has stopped voice monitor on agent 85104

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CAD Desktop Monitoring Log Analysis

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